Gartner Research

Influencing Customer-Centric Decision Making Through Accountability

Published: 21 May 2018

ID: G00701090

Analyst(s): Customer Experience Research Team


A company’s customer experience is consistently affected, intentionally or indirectly, by business partner decisions that are beyond the Customer Experience team’s (CX’s) purview or control. We studied whether and how CX leaders can hold partners accountable to CX to produce more customer-centric outcomes.

Table Of Contents

The Centrality of CX


The Limits of Accountability

When CX Accountability Matters

Implications for Influencing Decision-Making Behavior

Align With Business Partners and Their Teams


Recommended by the Authors

About This Research


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